Service quality in Malaysian higher education: Adult learners’ perspective

The study of service quality is relatively new especially in higher education sector.Previous studies predominantly focus service quality issues of main stream higher education but rarely discussed in the context of adult-learner especially in the context of off-campus program.The issue is whether...

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Main Author: Shaari, Hasnizam
Format: Article
Language:English
Published: Center for Promoting Ideas (CPI), USA 2014
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Online Access:http://repo.uum.edu.my/12284/1/11.pdf
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spelling my.uum.repo.122842016-04-18T08:41:43Z http://repo.uum.edu.my/12284/ Service quality in Malaysian higher education: Adult learners’ perspective Shaari, Hasnizam LB2300 Higher Education The study of service quality is relatively new especially in higher education sector.Previous studies predominantly focus service quality issues of main stream higher education but rarely discussed in the context of adult-learner especially in the context of off-campus program.The issue is whether university manages to provide equal service quality for both mainstream and off-campus students.Uniquely, off-campus students are more mature, perhaps could be different in term of their expectation and evaluation toward service quality.Thus, this study aims to discover service quality issues in ‘off -campus program’ offered by one of the university’s center of excellence.This study employed the SERVQUAL measurement to understand students’ service quality gaps at two different centers. Finding from 82 respondents suggest that there is a significant difference in service quality gaps between the two centers.Among the crucial dimensions are tangibility, reliability and empathy issues.Implication and recommendation for service quality of adult learning were also discussed. Center for Promoting Ideas (CPI), USA 2014-01 Article PeerReviewed application/pdf en http://repo.uum.edu.my/12284/1/11.pdf Shaari, Hasnizam (2014) Service quality in Malaysian higher education: Adult learners’ perspective. International Journal of Business and Social Science (IJBSS), 5 (1). pp. 86-90. ISSN 2219-1933 http://ijbssnet.com/index.php/home
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Shaari, Hasnizam
Service quality in Malaysian higher education: Adult learners’ perspective
description The study of service quality is relatively new especially in higher education sector.Previous studies predominantly focus service quality issues of main stream higher education but rarely discussed in the context of adult-learner especially in the context of off-campus program.The issue is whether university manages to provide equal service quality for both mainstream and off-campus students.Uniquely, off-campus students are more mature, perhaps could be different in term of their expectation and evaluation toward service quality.Thus, this study aims to discover service quality issues in ‘off -campus program’ offered by one of the university’s center of excellence.This study employed the SERVQUAL measurement to understand students’ service quality gaps at two different centers. Finding from 82 respondents suggest that there is a significant difference in service quality gaps between the two centers.Among the crucial dimensions are tangibility, reliability and empathy issues.Implication and recommendation for service quality of adult learning were also discussed.
format Article
author Shaari, Hasnizam
author_facet Shaari, Hasnizam
author_sort Shaari, Hasnizam
title Service quality in Malaysian higher education: Adult learners’ perspective
title_short Service quality in Malaysian higher education: Adult learners’ perspective
title_full Service quality in Malaysian higher education: Adult learners’ perspective
title_fullStr Service quality in Malaysian higher education: Adult learners’ perspective
title_full_unstemmed Service quality in Malaysian higher education: Adult learners’ perspective
title_sort service quality in malaysian higher education: adult learners’ perspective
publisher Center for Promoting Ideas (CPI), USA
publishDate 2014
url http://repo.uum.edu.my/12284/1/11.pdf
http://repo.uum.edu.my/12284/
http://ijbssnet.com/index.php/home
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score 13.144533